Desktop Technical Services Intern

Job Locations
US-MD-Rockville

Job ID

2018-1850

Category

Information Technology

Overview

The Desktop Technical Services Intern is a contributor to ISS’s global customer support organization. The position is a component to delivering high quality services to our internal client and joins our IT team providing in-house technical PC hardware and software support under supervision and independently according to ISS policies. A successful Technical Services team member is people-orientated and enjoys the challenge of resolving functional/technical questions and/or issues in a timely manner with in person interactions, on the phone, through chat vehicles, and remote connections. Solid technical expertise, willingness to learn and excellent customer care skills are essential for this role. ISS will provide flexibility to work around class schedule (20 - 40 hrs/ week).

Responsibilities

Serve as the “Face of IT” to the customer community, providing a positive experience and reflecting a positive image of IT overall.

Hands on experience building, configuring, and supporting PCs and laptops as well as loading software, and conducting audits for unlicensed software.

Experience troubleshooting hardware issues and replacing hardware on both desktop and laptop PCs.

Install, configure and support ongoing usability of desktop computers, peripheral equipment and software with direction and in accordance to ISS policies.

Excellent communicator with business users, team members and Service desk team members regarding status of activities.

Accept user calls, submitted tickets, manages work queue, and responds to work queues for the majority of the work day.

Tracks and maintains hardware inventory including need to dispose or procure new hardware.

A+ Certification, a plus

Maintain ongoing communication with customers, keeping them up-to-date with the progress of their tickets. Serve as a liaison between other support teams and the customer as required.

Other duties as assigned.

Qualifications

Experience in building, installing, configuring PCs.

Knowledge of structured Service Desk functions and operation under ITIL framework

Experience in a fast-paced Microsoft Windows Domain environment.

Show initiative when attempting to resolve incidents and requests to provide the best service possible.

Ability to learn new concepts and business processes rapidly with the enthusiasm to deliver high quality service.

Able to remain calm and focused in a highly pressurized and time orientated environment

Ability to coordinate & prioritize effectively & efficiently

A+ certification

ISS Inc. is an equal opportunity employer committed to diversifying its workforce. It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, gender, gender identity, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy/maternity leave), veteran status, or any other characteristic protected by law.